Director, IT Service Management
About the role
Genworth’s Information Technology organization is undergoing a multi-year transformation to become business aligned, enterprise minded, and operationally disciplined. The Director, IT Service Management (ITSM) is a strategic leadership role responsible for building and leading an ITIL-aligned ITSM service tower and making ServiceNow a trusted system of record for service execution, controls, and performance.
Responsibilities
Define the ITSM operating model, roles, decision rights, and standard ways of working aligned to ITIL
Run the governance cadence that ensures consistent execution (service reviews, incident/problem reviews, CAB, release governance, KPI reviews)
Establish and enforce service ownership standards including service definitions, SLAs/SLOs, and operational accountability
Drive change management and role-based training so teams execute processes correctly and consistently
Core ITSM Practice Ownership (Build, Run, Improve)
Service Desk and Request Fulfillment: Standardize intake, triage, escalation, request fulfillment, and knowledge/self-service enablement
Monitoring, Event Management, and NOC: Define monitoring standards, alert triage, routing, escalation, and signal quality improvements
Incident and Major Incident Management: Establish predictable incident command, communications, and cross-tower coordination with measurable MTTR improvements
Problem Management: Implement a practical RCA and recurrence reduction model with known error management and corrective action tracking
Change Enablement and Release Management: Mature change governance, CAB execution, release coordination, change compliance, and change risk management
ServiceNow Platform Strategy, Data Governance, and Controls
Own the ServiceNow ITSM platform strategy and roadmap aligned to the operating model
Establish data ownership, standards, validation, monitoring, and lifecycle governance to improve data integrity and auditability
Mature asset management practices, documentation, evidence capture, and automation opportunities
Ensure ITSM controls support compliance expectations (access governance, segregation of duties, change controls, evidence retention)
Service Model, Catalog, and Performance Management
Define and maintain the enterprise service model and hierarchy so services are understandable, measurable, and owned
Operationalize the Service Catalog as the front door for requests and standard fulfillment
Build trusted operational dashboards and metrics tied to outcomes (reliability, responsiveness, change quality, customer experience)
Establish a continual improvement pipeline that prioritizes high-impact fixes and drives measurable results
Requirements
10+ years in IT Service Management, Service Operations, and/or Technology Operations leadership in large enterprise environments (regulated preferred)
Proven experience building and operationalizing ITIL-aligned practices across incident, problem, change, release, request, and service desk functions
Strong ServiceNow ITSM expertise including platform governance, workflow design, reporting, and adoption leadership
Demonstrated success improving CMDB and asset management outcomes, including ownership, data quality, and operational traceability
Ability to drive cross-functional behavior change through standards, training, governance, and enforcement
Strong executive presence and communication skills, with confidence leading governance forums and making tradeoffs explicit
ITIL 4 certification strongly preferred (Foundation minimum)